Viewing broadband account balance

[Dennis66]

How do I view my broadband account balance in MyEE?  I can see the individual bills, but I was awarded a credit for loss of service and can't see how this is being applied to my invoices? I would be good to see the running balance on the account.

Thanks.

[MikeTaku111]

If you want to view your broadband account balance and see any credits in MyEE, start by logging in and going to the Bills and Payments section. on there, you’ll find your current balance and details on how any credits, like service loss refunds, are applied. If you don’t see the credit clearly, download the detailed PDF of your bills, where adjustments often appear. For specific help, EE support can provide a detailed breakdown of your balance.

Thank You,
Mike Taku.

[Dennis66]

Thanks for replying Mike,

However, I don't see anything related to credits or an account balance, I only see my current bill. And the bill .pdf doesn't show anything about credits either, hence my question. I tried another browser as well, but I still can't see any billing details.

Interestingly, there is a bill there for £5 which should have come out of my bank account on 20th October, but didn't, suggesting that it was paid with the credit. But I can't find a breakdown of this on MyEE or on the bill.

[XRaySpeX]

You won't see any credit awarded until the bill after it was awarded.

[Dennis66]

As I already mentioned, I've had the next bill for £5 which was marked as PAID, even though it didn't come out of my bank as usual. I assume it was piad using the credit, but I have no way of telling in MyEE.

Is an online breakdown of charges and payments a 'hidden feature', or is it only me that can't see it?

[Alex_H]

Hi @Dennis66,

Based on the payment date for the bill being the 20th as you mentioned above that would suggest the bill was produced on the 12th Oct as they are produced 8 days before being due. Based on your previous posts on the EE Community it looks like you would have experienced and reported the problem starting from the 18th October, so after this current bill you are seeing had already been produced.

So any credit would not apply against or be visible on the £5 bill you are seeing but the next bill that is produced on your account as @XRaySpeX mentioned.  Pending credits wont appear within your EE online account but once that next bill is produced you should see it detailed there. 

I also see from your posts you have just recently moved to a new EE Broadband package from an older one, so it sounds like this may be your first bill on the new system. As typically the bill will include a summary of payments and charges since your last bill, so you would see that summary of the last bill and payment on each bill moving forward.

You should also be able to view your payment history within the Bills and Payments/Billing section of the app or website at anytime, additionally if you click the Make a payment option as if making a card payment, it will show here your current account balance if any is due. But that will only show your balance not any pending credits which as mentioned will only show up when the next bill is produced.

Alex

 

[Ladyclaires]

I have the same issue have been with EE 9 months came from BT had No Landline from May 2024 and am waiting for compensation which exceeds £1400 cannot see this on my account despite being told I should be able to see the credit. online on my laptop. so far I am disgusted with the lack of service from EE

[Lesley_W]

Hi @Ladyclaires 

Welcome to our community.

We don't have account access here on the forum so cannot check that for you. Have you had a bill produced since the credit was added?

Lesley

[Dennis66]

@Ladyclaires 

The credit was finally shown on my January bill, so you will only see any credit from EE when a bill is produced. You won't see it on the online account until the bill is produced, and then only in the latest bill!

So the online account is only useful for seeing bills which have already been produced by EE (and you've probably already recieved by email), and does not provide an up-to-date record of your current costs or charges.